Customer Service Representative (Automotive Customer Service Representative

Customer Service Representative

At the Austin Fleet Mobility Department, we're proud to play a vital role in keeping our city moving forward. Managing more than 7,500 vehicles across 25 departments—including Fire, Police, EMS, Austin Energy, and Austin Water—we support the essential services that make Austin thrive, focusing on innovation, sustainability, and efficiency.

Purpose:

Under general supervision, this position is responsible for handling customer questions, complaints, and billing inquiries.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Receives by email, fax, or phone, inquiries from customers, contractors, and other city departments.
• Resolves customer issues with one call resolution.
• Answers customer requests or inquiries concerning services, products, billing, and equipment.
• Verifies customer account and active services using various databases and software applications.
• Researches customer account information to explain services, charges, and adjustments.
• Logs customer complaints, creates service requests, and routes to the appropriate department(s).
• Maintains and files all generated service requests.

Responsibilities
- Supervisor and/or Leadership Exercised:

May train others.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of billing procedures.
• Knowledge of good customer relations practices.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in planning and organizing.
• Skill in handling conflict and uncertain situations.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain effective communication and working relationships with city employees and the public.

Minimum Qualifications:

Graduation from an accredited high school or equivalent, plus two (2) years of experience in billing, credit counseling, or customer service.

Licenses and Certifications

Required:

None.

PREFERRED QUALIFICATIONS:

• Demonstrated customer service and administrative support experience in an automotive or fleet environment.
• Experience coordinating or supporting customer service activities involving fleet vehicles, heavy equipment, or emergency response vehicles.
• Demonstrated experience providing exceptional customer service, resolving complex customer concerns, and applying strong problem-solving skills.
• Experience working efficiently and effectively in a fast-paced environment while managing multiple priorities and frequent interruptions.
• Ability to communicate clearly, concisely, and professionally with internal and external customers.
• Experience working both independently and collaboratively within a team.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
• ASE Service Consultant (C1) Certification, or the ability to obtain the certification within six to twelve months of hire.
• Ability to travel to multiple work locations.

NOTE:

Cover letters and resumes are not being accepted for this position.

Pay Range: $23.76 - $27.32

Schedule:

DAYS AND

HOURS:

Monday
- Friday

7:00 a.m.

- 4:00 p.m. OR 8:00 a.m.

- 5:00 p.m.

Work location and hours may change to support operational needs.

This is an in-person role; telework is not an option for this position.

Location:

Austin, TX

Applicants are expected to follow all directions as listed in this job posting.

This position primarily supports Fleet Mobility Services (Operations) and works closely with Fleet's Service Consultants. The Customer Service program is responsible for creating work orders for incoming service requests; resolving customer issues with timely resolution; researching customer information regarding services using various databases and software applications to explain charges, scheduling and jobs performed during those services; and is responsible for other duties, as…